Product Support Specialist

Job description

- Act as The Subject Matter Expert for Digital Farming Products. - Assist customers and dealers in adoption and/or troubleshooting of any technical and/or operational queries. - Maintain SLA (Service Level Agreement) for First Response Time and Case Resolution Time of Case Management - Collaborate with Engineering and IT teams, escalating issues appropriately when needed, and actively engaging with product and development teams to ensure alignment and resolution. - Partner with customer’s training team, Customer Support Team and Digital Adoption team to develop training tutorials, videos and articles. - Participate in cross functional meetings with Product Management, Information Technology, and Digital Transformation Office to drive customer issues to resolution in timely manner. - Participate in pilot projects to support new Digital Product Rollouts in various regions globally. - On certain occasions, perform site visits, occasional dealer and customer visits, as project requires. **Educational Qualification** : - B.E/B.Tech/Diploma in Mechanical/Automobile/Electrical Engineering **Required Skills:** - Must have 2-5 years of experience supporting customers in B2B2C format - Must have experience and working knowledge of Global Farming Practices - 2+ years of experience working with JIRA and/or Azur DevOps - Agile Product Owner Certification from certified body is a plus - Experience supporting Offshore customers and/or dealers - Experience working in Agriculture Industry